THE MARKET NICHE WAS UNIQUE.
THE DISTRIBUTOR NETWORK WAS EXTENSIVE.
AND THE BRAND WAS PREMIUM.

B enjamin Moore & Co. had everything except a transportation partner that would provide the exceptional level of service demanded by its customers, while helping reduce its transportation costs.

Enter Saia.

Benjamin Moore sells exclusively to independent dealers, who tend to have relatively small stores with limited warehousing space. Consequently, most dealers need next-day service with precise delivery times. Moreover, those deliveries typically must be made early in the day, when painting contractors pick up their orders.

Benjamin Moore was using several carriers, as well as its own internal fleet, when it decided to make a change.

Saia analyzed the Benjamin Moore network and identified a number of lanes in Florida and Texas where the company would see better service by using Saia instead of its own internal fleet. The proposal also included a commitment that all deliveries would be made within a three-hour delivery window at times required by dealers.

Energy, creativity, a thorough understanding of the paint business and a focus on providing excellent service carried the day for Saia.

"A thorough commitment to customer service is what put Saia on top," said Michael Woods, corporate operations manager for Benjamin Moore. "We felt strongly that Saia had a commitment to provide the service required."

Saia began handling shipments from Benjamin Moore distribution centers in Jacksonville, Fla., and Mesquite, Tex. Shortly thereafter, Saia picked up more business in Georgia and the Carolinas when it began handling shipments out of the Benjamin Moore facility in Pell City, Ala.

Karen Fortson, national account executive for Saia, said a key part of the program was making sure the transition from company drivers to Saia drivers was seamless to Benjamin Moore dealers.

"We went to all of Benjamin Moore’s dealers and asked what type of delivery window they needed," Fortson said. "We learned the three-hour delivery window was critical. That’s the performance they need and we are meeting it consistently."

Saia reprogrammed its computer system so shipments could be tracked on an hourly basis, in accordance with Benjamin Moore standards.

In addition, Saia issues a daily customer service e-mail that gives prior notification of potential outbound delivery problems. Dealers and Benjamin Moore transportation staff receive a call from a Saia representative any time a shipment is going to miss the window.

Customized service reports also are transmitted to Benjamin Moore on all shipments telling where the shipment was delivered and the on-time service percentage.

Today, one of the premium brands in paint is matched with one of the premium names in transportation services – Saia.